US20150310877A1 - Conversation analysis device and conversation analysis method - Google Patents

Conversation analysis device and conversation analysis method Download PDF

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Publication number
US20150310877A1
US20150310877A1 US14/438,953 US201314438953A US2015310877A1 US 20150310877 A1 US20150310877 A1 US 20150310877A1 US 201314438953 A US201314438953 A US 201314438953A US 2015310877 A1 US2015310877 A1 US 2015310877A1
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Prior art keywords
conversation
time
section
point combination
start time
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Abandoned
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US14/438,953
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English (en)
Inventor
Yoshifumi Onishi
Makoto Terao
Masahiro Tani
Koji Okabe
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NEC Corp
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NEC Corp
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Assigned to NEC CORPORATION reassignment NEC CORPORATION ASSIGNMENT OF ASSIGNORS INTEREST (SEE DOCUMENT FOR DETAILS). Assignors: OKABE, KOJI, ONISHI, YOSHIFUMI, TANI, MASAHIRO, TERAO, MAKOTO
Publication of US20150310877A1 publication Critical patent/US20150310877A1/en
Abandoned legal-status Critical Current

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    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
    • H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
    • G—PHYSICS
    • G10—MUSICAL INSTRUMENTS; ACOUSTICS
    • G10L—SPEECH ANALYSIS OR SYNTHESIS; SPEECH RECOGNITION; SPEECH OR VOICE PROCESSING; SPEECH OR AUDIO CODING OR DECODING
    • G10L25/00—Speech or voice analysis techniques not restricted to a single one of groups G10L15/00 - G10L21/00
    • G10L25/48—Speech or voice analysis techniques not restricted to a single one of groups G10L15/00 - G10L21/00 specially adapted for particular use
    • G—PHYSICS
    • G10—MUSICAL INSTRUMENTS; ACOUSTICS
    • G10L—SPEECH ANALYSIS OR SYNTHESIS; SPEECH RECOGNITION; SPEECH OR VOICE PROCESSING; SPEECH OR AUDIO CODING OR DECODING
    • G10L17/00—Speaker identification or verification
    • G—PHYSICS
    • G10—MUSICAL INSTRUMENTS; ACOUSTICS
    • G10L—SPEECH ANALYSIS OR SYNTHESIS; SPEECH RECOGNITION; SPEECH OR VOICE PROCESSING; SPEECH OR AUDIO CODING OR DECODING
    • G10L25/00—Speech or voice analysis techniques not restricted to a single one of groups G10L15/00 - G10L21/00
    • G10L25/48—Speech or voice analysis techniques not restricted to a single one of groups G10L15/00 - G10L21/00 specially adapted for particular use
    • G10L25/51—Speech or voice analysis techniques not restricted to a single one of groups G10L15/00 - G10L21/00 specially adapted for particular use for comparison or discrimination
    • G10L25/63—Speech or voice analysis techniques not restricted to a single one of groups G10L15/00 - G10L21/00 specially adapted for particular use for comparison or discrimination for estimating an emotional state
    • G—PHYSICS
    • G10—MUSICAL INSTRUMENTS; ACOUSTICS
    • G10L—SPEECH ANALYSIS OR SYNTHESIS; SPEECH RECOGNITION; SPEECH OR VOICE PROCESSING; SPEECH OR AUDIO CODING OR DECODING
    • G10L21/00—Processing of the speech or voice signal to produce another audible or non-audible signal, e.g. visual or tactile, in order to modify its quality or its intelligibility
    • G10L21/02—Speech enhancement, e.g. noise reduction or echo cancellation
    • G10L21/0272—Voice signal separating
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M2201/00—Electronic components, circuits, software, systems or apparatus used in telephone systems
    • H04M2201/40—Electronic components, circuits, software, systems or apparatus used in telephone systems using speech recognition
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M2203/00—Aspects of automatic or semi-automatic exchanges
    • H04M2203/20—Aspects of automatic or semi-automatic exchanges related to features of supplementary services
    • H04M2203/2038—Call context notifications

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  • Engineering & Computer Science (AREA)
  • Health & Medical Sciences (AREA)
  • Signal Processing (AREA)
  • Physics & Mathematics (AREA)
  • Multimedia (AREA)
  • Acoustics & Sound (AREA)
  • Audiology, Speech & Language Pathology (AREA)
  • Human Computer Interaction (AREA)
  • Computational Linguistics (AREA)
  • Business, Economics & Management (AREA)
  • Marketing (AREA)
  • Child & Adolescent Psychology (AREA)
  • General Health & Medical Sciences (AREA)
  • Hospice & Palliative Care (AREA)
  • Psychiatry (AREA)
  • Telephonic Communication Services (AREA)
  • Measurement Of The Respiration, Hearing Ability, Form, And Blood Characteristics Of Living Organisms (AREA)
US14/438,953 2012-10-31 2013-08-21 Conversation analysis device and conversation analysis method Abandoned US20150310877A1 (en)

Applications Claiming Priority (3)

Application Number Priority Date Filing Date Title
JP2012-240763 2012-10-31
JP2012240763 2012-10-31
PCT/JP2013/072243 WO2014069076A1 (ja) 2012-10-31 2013-08-21 会話分析装置及び会話分析方法

Publications (1)

Publication Number Publication Date
US20150310877A1 true US20150310877A1 (en) 2015-10-29

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US14/438,953 Abandoned US20150310877A1 (en) 2012-10-31 2013-08-21 Conversation analysis device and conversation analysis method

Country Status (3)

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US (1) US20150310877A1 (ja)
JP (1) JPWO2014069076A1 (ja)
WO (1) WO2014069076A1 (ja)

Cited By (16)

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US20150262574A1 (en) * 2012-10-31 2015-09-17 Nec Corporation Expression classification device, expression classification method, dissatisfaction detection device, dissatisfaction detection method, and medium
US20150371652A1 (en) * 2014-06-20 2015-12-24 Plantronics, Inc. Communication Devices and Methods for Temporal Analysis of Voice Calls
US20160042749A1 (en) * 2014-08-07 2016-02-11 Sharp Kabushiki Kaisha Sound output device, network system, and sound output method
US20160203121A1 (en) * 2013-08-07 2016-07-14 Nec Corporation Analysis object determination device and analysis object determination method
US10142472B2 (en) 2014-09-05 2018-11-27 Plantronics, Inc. Collection and analysis of audio during hold
US10178473B2 (en) 2014-09-05 2019-01-08 Plantronics, Inc. Collection and analysis of muted audio
US20190082055A1 (en) * 2016-05-16 2019-03-14 Cocoro Sb Corp. Customer serving control system, customer serving system and computer-readable medium
US10269374B2 (en) * 2014-04-24 2019-04-23 International Business Machines Corporation Rating speech effectiveness based on speaking mode
US20190130910A1 (en) * 2016-04-26 2019-05-02 Sony Interactive Entertainment Inc. Information processing apparatus
US20190348063A1 (en) * 2018-05-10 2019-11-14 International Business Machines Corporation Real-time conversation analysis system
US10505879B2 (en) * 2016-01-05 2019-12-10 Kabushiki Kaisha Toshiba Communication support device, communication support method, and computer program product
US10592997B2 (en) 2015-06-23 2020-03-17 Toyota Infotechnology Center Co. Ltd. Decision making support device and decision making support method
US10748644B2 (en) 2018-06-19 2020-08-18 Ellipsis Health, Inc. Systems and methods for mental health assessment
WO2020190395A1 (en) * 2019-03-15 2020-09-24 Microsoft Technology Licensing, Llc Providing emotion management assistance
US10805465B1 (en) 2018-12-20 2020-10-13 United Services Automobile Association (Usaa) Predictive customer service support system and method
US11120895B2 (en) 2018-06-19 2021-09-14 Ellipsis Health, Inc. Systems and methods for mental health assessment

Families Citing this family (4)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
US11521641B2 (en) * 2017-02-08 2022-12-06 Nippon Telegraph And Telephone Corporation Model learning device, estimating device, methods therefor, and program
JP6852161B2 (ja) * 2017-07-21 2021-03-31 日本電信電話株式会社 満足度推定モデル学習装置、満足度推定装置、満足度推定モデル学習方法、満足度推定方法、およびプログラム
JP7164372B2 (ja) * 2018-09-21 2022-11-01 株式会社日立情報通信エンジニアリング 音声認識システム及び音声認識方法
JPWO2022097204A1 (ja) * 2020-11-04 2022-05-12

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US5987415A (en) * 1998-03-23 1999-11-16 Microsoft Corporation Modeling a user's emotion and personality in a computer user interface
US20020194002A1 (en) * 1999-08-31 2002-12-19 Accenture Llp Detecting emotions using voice signal analysis
US20050165604A1 (en) * 2002-06-12 2005-07-28 Toshiyuki Hanazawa Speech recognizing method and device thereof
US7043008B1 (en) * 2001-12-20 2006-05-09 Cisco Technology, Inc. Selective conversation recording using speech heuristics
US7577246B2 (en) * 2006-12-20 2009-08-18 Nice Systems Ltd. Method and system for automatic quality evaluation
US20100114575A1 (en) * 2008-10-10 2010-05-06 International Business Machines Corporation System and Method for Extracting a Specific Situation From a Conversation
US20120253807A1 (en) * 2011-03-31 2012-10-04 Fujitsu Limited Speaker state detecting apparatus and speaker state detecting method
US20130173264A1 (en) * 2012-01-03 2013-07-04 Nokia Corporation Methods, apparatuses and computer program products for implementing automatic speech recognition and sentiment detection on a device
US20130337421A1 (en) * 2012-06-19 2013-12-19 International Business Machines Corporation Recognition and Feedback of Facial and Vocal Emotions
US20150262574A1 (en) * 2012-10-31 2015-09-17 Nec Corporation Expression classification device, expression classification method, dissatisfaction detection device, dissatisfaction detection method, and medium
US20150279391A1 (en) * 2012-10-31 2015-10-01 Nec Corporation Dissatisfying conversation determination device and dissatisfying conversation determination method
US20150287402A1 (en) * 2012-10-31 2015-10-08 Nec Corporation Analysis object determination device, analysis object determination method and computer-readable medium

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JP2005062240A (ja) * 2003-08-13 2005-03-10 Fujitsu Ltd 音声応答システム
JP2005072743A (ja) * 2003-08-21 2005-03-17 Aruze Corp 情報交信用端末
JP2008299753A (ja) * 2007-06-01 2008-12-11 C2Cube Inc 広告出力システム、サーバ装置、広告出力方法、およびプログラム
JP2009175336A (ja) * 2008-01-23 2009-08-06 Seiko Epson Corp コールセンターのデータベースシステム、その情報管理方法及び情報管理プログラム
JP5146434B2 (ja) * 2009-10-05 2013-02-20 株式会社ナカヨ通信機 録音再生装置
JP5477153B2 (ja) * 2010-05-11 2014-04-23 セイコーエプソン株式会社 接客データ記録装置、接客データ記録方法およびプログラム

Patent Citations (12)

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Publication number Priority date Publication date Assignee Title
US5987415A (en) * 1998-03-23 1999-11-16 Microsoft Corporation Modeling a user's emotion and personality in a computer user interface
US20020194002A1 (en) * 1999-08-31 2002-12-19 Accenture Llp Detecting emotions using voice signal analysis
US7043008B1 (en) * 2001-12-20 2006-05-09 Cisco Technology, Inc. Selective conversation recording using speech heuristics
US20050165604A1 (en) * 2002-06-12 2005-07-28 Toshiyuki Hanazawa Speech recognizing method and device thereof
US7577246B2 (en) * 2006-12-20 2009-08-18 Nice Systems Ltd. Method and system for automatic quality evaluation
US20100114575A1 (en) * 2008-10-10 2010-05-06 International Business Machines Corporation System and Method for Extracting a Specific Situation From a Conversation
US20120253807A1 (en) * 2011-03-31 2012-10-04 Fujitsu Limited Speaker state detecting apparatus and speaker state detecting method
US20130173264A1 (en) * 2012-01-03 2013-07-04 Nokia Corporation Methods, apparatuses and computer program products for implementing automatic speech recognition and sentiment detection on a device
US20130337421A1 (en) * 2012-06-19 2013-12-19 International Business Machines Corporation Recognition and Feedback of Facial and Vocal Emotions
US20150262574A1 (en) * 2012-10-31 2015-09-17 Nec Corporation Expression classification device, expression classification method, dissatisfaction detection device, dissatisfaction detection method, and medium
US20150279391A1 (en) * 2012-10-31 2015-10-01 Nec Corporation Dissatisfying conversation determination device and dissatisfying conversation determination method
US20150287402A1 (en) * 2012-10-31 2015-10-08 Nec Corporation Analysis object determination device, analysis object determination method and computer-readable medium

Cited By (27)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
US20150262574A1 (en) * 2012-10-31 2015-09-17 Nec Corporation Expression classification device, expression classification method, dissatisfaction detection device, dissatisfaction detection method, and medium
US9875236B2 (en) * 2013-08-07 2018-01-23 Nec Corporation Analysis object determination device and analysis object determination method
US20160203121A1 (en) * 2013-08-07 2016-07-14 Nec Corporation Analysis object determination device and analysis object determination method
US10269374B2 (en) * 2014-04-24 2019-04-23 International Business Machines Corporation Rating speech effectiveness based on speaking mode
US10418046B2 (en) * 2014-06-20 2019-09-17 Plantronics, Inc. Communication devices and methods for temporal analysis of voice calls
US10141002B2 (en) * 2014-06-20 2018-11-27 Plantronics, Inc. Communication devices and methods for temporal analysis of voice calls
US20150371652A1 (en) * 2014-06-20 2015-12-24 Plantronics, Inc. Communication Devices and Methods for Temporal Analysis of Voice Calls
US20160042749A1 (en) * 2014-08-07 2016-02-11 Sharp Kabushiki Kaisha Sound output device, network system, and sound output method
US9653097B2 (en) * 2014-08-07 2017-05-16 Sharp Kabushiki Kaisha Sound output device, network system, and sound output method
US10142472B2 (en) 2014-09-05 2018-11-27 Plantronics, Inc. Collection and analysis of audio during hold
US10178473B2 (en) 2014-09-05 2019-01-08 Plantronics, Inc. Collection and analysis of muted audio
US10652652B2 (en) 2014-09-05 2020-05-12 Plantronics, Inc. Collection and analysis of muted audio
US10592997B2 (en) 2015-06-23 2020-03-17 Toyota Infotechnology Center Co. Ltd. Decision making support device and decision making support method
US10505879B2 (en) * 2016-01-05 2019-12-10 Kabushiki Kaisha Toshiba Communication support device, communication support method, and computer program product
US11455985B2 (en) * 2016-04-26 2022-09-27 Sony Interactive Entertainment Inc. Information processing apparatus
US20190130910A1 (en) * 2016-04-26 2019-05-02 Sony Interactive Entertainment Inc. Information processing apparatus
US10542149B2 (en) * 2016-05-16 2020-01-21 Softbank Robotics Corp. Customer serving control system, customer serving system and computer-readable medium
US20190082055A1 (en) * 2016-05-16 2019-03-14 Cocoro Sb Corp. Customer serving control system, customer serving system and computer-readable medium
US20190348063A1 (en) * 2018-05-10 2019-11-14 International Business Machines Corporation Real-time conversation analysis system
US10896688B2 (en) * 2018-05-10 2021-01-19 International Business Machines Corporation Real-time conversation analysis system
US10748644B2 (en) 2018-06-19 2020-08-18 Ellipsis Health, Inc. Systems and methods for mental health assessment
US11120895B2 (en) 2018-06-19 2021-09-14 Ellipsis Health, Inc. Systems and methods for mental health assessment
US11942194B2 (en) 2018-06-19 2024-03-26 Ellipsis Health, Inc. Systems and methods for mental health assessment
US10805465B1 (en) 2018-12-20 2020-10-13 United Services Automobile Association (Usaa) Predictive customer service support system and method
US11196862B1 (en) 2018-12-20 2021-12-07 United Services Automobile Association (Usaa) Predictive customer service support system and method
WO2020190395A1 (en) * 2019-03-15 2020-09-24 Microsoft Technology Licensing, Llc Providing emotion management assistance
US20220059122A1 (en) * 2019-03-15 2022-02-24 Microsoft Technology Licensing, Llc Providing emotion management assistance

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WO2014069076A1 (ja) 2014-05-08
JPWO2014069076A1 (ja) 2016-09-08
WO2014069076A8 (ja) 2014-07-03

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Legal Events

Date Code Title Description
AS Assignment

Owner name: NEC CORPORATION, JAPAN

Free format text: ASSIGNMENT OF ASSIGNORS INTEREST;ASSIGNORS:ONISHI, YOSHIFUMI;TERAO, MAKOTO;TANI, MASAHIRO;AND OTHERS;REEL/FRAME:035511/0083

Effective date: 20150407

STCB Information on status: application discontinuation

Free format text: ABANDONED -- FAILURE TO RESPOND TO AN OFFICE ACTION